The Everything Customer
From Low Expectations to Everything
- Fulfillment and delivery
- Days to 2 hours
- Bank account opening
- 1 hour to 5 minutes
- Claims handling
- Days to 3 seconds
- Mortgage application
- Days to 8 minutes
- B2B procurement
- Months to seconds
- Banking fees
- Monthly fee to free
The “Everything” Mindset Crosses
All
Segmentation Boundaries
Everything Mindset
?
Europe
Everything Mindset
?
Household Purchaser
Everything Mindset
?
Gen Z
Customers Go Where You Let Them — Everywhere
Customer Journey Starting and Ending Channels
Impact of Pandemic on Customer Concerns
March 3 - March 5
July 31 - August 7
Q: Think about the future potential developments around coronavirus. Which, if any, of the following are you most concerned about going forward?
"Free" Becomes the Norm
for
Everything Customer
Free Shipping
70%
of big box retailers offer some form of free shipping
Free Financing

of big box retailers offer some form of free shipping
Digital Giants Are a Factor — Choose Your Strategy
Exclusive Digital
Giant Offering

Only available at Amazon
Hybrid Channel
Digital Giant/DTC

Direct to consumer, limited retail and Amazon
Avoid
Digital Giant

No longer an Amazon wholesaler
How Will We Meet Needs of Everything Customer?
How Do We Serve Them?We segment customers
...but address needs of biggest segments only
We address all segments
...collectively we are addressing an everything customer base
We no longer segment
...we provide everything and customers self-segment